“Absolutely terrible company. Still waiting payment for a continuation claim. 5 weeks. We renewed our policy so wish we hadn’t. They stall payment every single time”
“Having been a customer for the last 2 years, I have never had cause to claim until today! I contacted purely pets via the telephone and was told that my claim was not covered due to it being a pre-existing condition. This was news to me having never made a claim and my dog not receiving any ongoing treatment. I have lodged a complaint as I felt this decision was outrageous.
I agree that it was very easy to set up this policy and hand my money over however, when I needed them the ‘computer said no’!
Consider your options carefully before signing up for this insurance company. Evidently, they will look for any reason not to pay out. I will not be renewing following on from this experience. This insurance provider is not about the animal but the money there is to be made.”
“Had to claim on my policy when my dog was injured. Vets tried to ring to claim directly but a recorded message said due to an emergency all lines were unavailable
I paid the the vets and tried to claim. After 8 weeks i have been paid out less my £100 excess and 20% co payment- what is this. Watch the SMALL PRINT they take 20% off EVERY CLAIM”
“Do not use this company...do they even exist. Took out a policy which when i tried to register with them (as per their email) it doesn't recognise their policy number. No email to contact (all noreply) The phone number doesn't exist when you call. Only way I can cancel is to cancel my DD before they take any payments! Appalling!”
“This company send numerous questions about your pets care which delays payment of your claim, so the 10 days processing time is a nonsense!! Just ask all questions in one email and payout please!!! Will NOT renew my policy! Very disappointing!”
“We took out the Lifetime £15000 policy with purelypets just to ensure that we would have enough cover if needed only to find that there is a £2000 limit on cruciate ligament treatment hidden on the smallprint.
Please, if anyone is considering taking a policy out with them be aware of this limit & other hidden information.”
“Appalling in every sense of the word! Wish I’d never in rotes a policy without them! The only positive is I k ow know to get out ASAP be for my dog needs any claim actually paying out!
Take my money every month without fail, have all documents for claim say all going through, make me wait months for my money then the day you go to authorize payment you decide it is not covered ?!?
How can this be ?!? A pre-existing condition which wasn’t pre existing !!! Seriously I’m lucky this was only a couple of hundred pounds I can’t afford it no but in real terms I was told it was ok if this was something more serious I would be in a lot of debt now!
Do not use this company. Everything from beginning to end with the claims process was unsatisfactory from them not processing mail items when received and only acknowledging them once they open them - just no - don’t use them !”
“Appalling, waiting for them to complete processing my claim, no break in the cover....but i noticed a small lump on my dogs foot and had it investigated when it suddenly grew and changed in character. No information forthcoming re how the claim is progressing similar to the other reviewers. Have phoned and emailed numerous times to be told it would be dealt with in " days", and "this week" Maybe we all need to get together and take this company to the ombudsman! Buyer BEWARE of this company”
“A bad experience with purely pets
A bad experience with purely pets. On our claims they have not proactively followed up the information they require from the vets, nor kept us informed with regards to the information they require. They haven't processed any claim within the suggested 30 days. Watch out for the small print- they won't preauthorise a claim under 2k, but they also have upper limits on investigations eg our dog's MRI cost 2.5k, but purely pets had a maximum of 1.5k, therefore they wouldnt say in advance whether theyd pay anything towards it. My advice to you would be go somewhere else.”
“Do not use this company they are only interested in your money. I have been with them for nine years and NEVER missed a payment.
Let me explain how they rip you off. Firstly the will give you a quote on your pet (dog) and when the dog is young you are unlikely to need them so I paid £35 for eight years so in total £3,360. In that time I had not made any significant claims maybe a small one for antibiotics etc. But then as soon as your dog reaches eight they go to town on you. Firstly they raise your annual premium which in my case was £164 to £584.28, but that’s not all, they also put a percentage of any vets bills to be paid onto the owner.
In my case my dog needed a small operation on his bowel which the Vet charged £1900, I was then informed that because my dog was just eight I would have to pay 15% of that bill, plus because the vet also performed a castration which was VITAL to my dogs wellbeing I had to pay £200 for this procedure even though the vet wrote to them and told them it was absolutely necessary, plus 15% of £1700. Leaving me a bill of £455. This left them with a bill of £1,245 not bad when you consider I had already paid £3360 in to them.
I have just had this year’s bill and they have put it up by another £307.44 to £891.72 I consider this outrageous so I called them up to complain. They were not interested in the slightest and said they could reduce the price if I reduced the cover or increased the excess? I thought this was a supposed to be a genuine insurance company clearly not. This unmoral company do not give a dam about your pet they are in it for the cash alone, do not be fooled by their advertising inferring they are an honest reliable company, they are not.”
“Pet had a wart for years, similar experience to others vet said nothing to worry about as it’s very common. Now faced with a 4 figure bill for a melanoma as the wart was a pre existing condition despite it being initially a harmless wart. Looks like Purely Pets gets excellent reviews for price but the proof of a good company is the claims process. Wish I’d never changed my insurance.”
“They maybe cheap but there’s a reason, wish I’d stayed with my last insurer who paid out on two claims no problem. Its taken me around 2 months to finally get a rejection on my claim suggesting that my dogs newly diagnosed arthritis was the result of a previous injury! Even my vet was scratching his head! So I will cancel no point in having it. AVOID!”
“Like others. Only wish I looked at more reviews. Changed from direct line. Out in very few claims but were always handled straight away. Thought we would give purely pets a try as premium were a lot cheaper.
Now we know why absolutely awful. We unfortunately had to claim as our dog started to have seizures. 2 mints down the line they are still wanting more and more info. Anything to get out of paying. We are taking the matter to the ombudsman. Just so wrong .”
“Terrible insurance company, went to the vets as I found a wart on my dogs paw the vet said it was a wart and nothing to worry about. Changed to purely pets insurance after that I didn’t declare the wart as it was just a wart and as the vet said, nothing to worry about. 2 years later the wart had changed form and was bothering our dog took her to the vets, they removed it sent it off to histology and it came back a tumour. I tried to make a claim and they refused to pay due to it being a pre existing condition even though the vets said it was just a wart when we first presented with it. I appealed the decision, still the denied the claim. Now I’m left with a £2000+ bill which we are going to have to pay. We have decided to go to the financial ombudsman to fight the decision. So annoyed”
“0 stars from me too.
I ordered quite a big amount of treats for my cat from Purely Pets Supplies and as I live abroad from UK the parcel already took some time to arrive in my country. But I never had any announcement from Purely Pets or DHL, Post Office in my country send email where they said there is a parcel coming but not any date or anything else on the email, so I waited and waited. Then I called our Post Office and they told me the parcel is going back to UK by then but too the parcel had incomplete electronic address information on it and they couldn't contact me about the parcel in anyway. I was in contact with Purely Pets and they started to accuse me of the mistake they had done!
It took EU's ombudsman to negotiate the situation, and the result was I had to pay Purely Pets to get my money back from a parcel I never received!!
I will never ever again order anything from them, that is sure!”
“Submitted an insurance claim in the summer (our dog had a grass seed removed), that was eventually processed in the autumn after some chasing. Our dog then very unexpectedly and very suddenly died in September. Filled out all the forms required, as did our vets who processed everything needed for the claim. Weeks later having heard nothing we contacted Purely Pets Insurance and have subsequently spoken to them on multiple occasions. But still 4 months later nothing. Appalling customer service, we feel forgotten about and annoyed to have to contact Purely Pets Insurance multiple times to get anywhere (nowhere?). Would not recommend at all, not worth the hassle!”
“Awful company. After being a loyal customer for 7 years and never making a single claim, they tell me that my policy has to be cancelled due to a change in circumstances and then they charge me a cancellation fee when they are the ones cancelling the policy. They didn’t even bother to reply to my complaint. Do not use them. Go elsewhere with better customer service.”
“dog broke a tooth , total cost £175 so £100 excess so just a claim for £75 , they are useless as contacting me and kept saying they need more information , after 2 months still no joy so cancelled the policy an direct debit , worse insurance company i have dealt with , would never recommend them to anyone else
0 stars out of 5”
